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>_ L2 Application Support Engineer

L2 incident management, root cause analysis, SQL troubleshooting, and SLA governance.

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Bandung, IndonesiaOpen to work
Rafli Arraafi Albaasith
01

System Overview

L2 Application Support Engineer with 4+ years of experience handling production systems and complex databases across 73+ local government agencies, plus banking reconciliation application support at Bank BRI. Handled 1,088+ production incidents with 100% SLA compliance on high-priority tickets and reduced repeat incidents by up to 30% through root cause analysis, data correction, and 25+ operational runbooks. Experienced in SQL troubleshooting (MySQL, MariaDB, SQL Server), manual Excel-to-database ETL, and Linux log analysis; uses PostgreSQL, Grafana, Prometheus, and OpenTelemetry in personal projects.

4+
Years Experience
1,088
Resolved Tasks
100%
L2 SLA Compliance
02

Operational Experience

Oct 2026 – Present

Indonesia

Asian Technology (Client: Bank BRI)

IT Application Support (Reconciliation)

  • Run and monitor daily banking data reconciliation, investigating discrepancies across systems until records match.
  • Monitor ETL processes, investigate failed jobs and data mismatches, and coordinate data fixes or reprocessing.
  • Use SQL Server to investigate records, validate reconciliation results, and analyze root causes.
  • Monitor reconciliation status and identify anomalies early through Grafana dashboards.
  • Handle reconciliation application tickets and coordinate with business users and technical teams in the client environment.

Feb 2022 – Jul 2026

Bandung, Indonesia

PT. Mutiara Bintang Abadi

L2 Application Support Engineer

  • Handled 1,088+ production incidents for PBB/BPHTB applications across 73+ local government agencies; maintained 100% SLA compliance on critical P1/P2 tickets.
  • Manually monitored servers by checking disk usage, application logs, service health, and firewall rules; handled port requirements from teams or clients, opened ports as needed, and verified connectivity and service access. Moved user-uploaded files to a separate NAS/SAN server using rsync when disk space was running low and responded to incident reports by restarting services according to procedure, then verified service health and application availability.
  • Handled 30+ bare-metal and virtual servers: installed systems at IDC facilities and on VMware/QEMU VMs, migrated applications between servers, prepared servers for deployments, supported deployment activities, and assisted with service recovery when issues occurred.
  • Resolved approximately 70% of tickets at first line without further escalation through structured triage and application domain knowledge.
  • Reduced repeat incidents by up to 30% through 25+ operational runbooks and SQL correction scripts, documenting recurring root cause findings as troubleshooting guidance.
  • Processed agency-provided Excel data and used SQL queries to handle duplicate records and inconsistent formats before parsing 10K+ SPOP/LSPOP records into production databases through Navicat; validated payment updates with SELECT/JOIN checks between payment tables and tax-object records, compared record counts and sample data after updates and backups, and rolled back changes and sent mismatched records to clients when validation failed.
  • Wrote and ran custom SQL queries to extract client-requested payment realization and receivables by tax year; checked table relationships, record counts, and sample records before preparing the reports.
  • Performed root cause analysis when data did not match application workflows, including duplicate records, failed transactions, and inconsistent table relationships, by comparing data, reproducing issues in the application, and checking application and backend service logs; applied SQL data corrections or escalated code issues to developers based on the root cause, and analyzed Linux logs to isolate deadlocks, unindexed queries, or connection timeouts and restore production services within 15 minutes to 2 hours.
  • Handled backup and recovery across 70+ MySQL/MariaDB production databases; each server typically hosted PBB and BPHTB databases, with 9Pajak/retribution databases at some agencies.
  • Monitored automated backups at server paths and checked file sizes; when disk space was running low, moved backups older than 7 days or 1 month—a common retention window across nearly all servers and agencies—to NAS/SAN using SCP/rsync.
  • Frequently restored older backups to the same server or a staging server for queries and historical data validation.
  • Performed manual functional and end-to-end testing based on available scenarios in development, staging, and production environments after deployments or application changes, covering login, database connectivity, transactions, and reports; ran manual regression tests on related features after fixes and confirmed outcomes with clients.
  • Analyzed Regional Regulations (Perda) and business requirements as the basis for application changes, including PBB stimulus formula adjustments; aligned requirements and calculation rules with clients, translated them for developers, then compared implementation results with the agreed formula and investigated discrepancies with clients.
  • Handled login, tax-object data, reporting, bug, and feature-change reports; reproduced issues from the client side and managed tickets in Redmine as the ticketing system, including HTTP payloads, sanitized data, and reproduction steps. Recorded test results and evidence, coordinated with developers, and guided users through application workflows.
  • Identified suspected webshell activity during server and access-log audits, isolated affected services, and escalated according to security procedures.
  • Mentored 4 junior support staff in SQL debugging, application architecture, and regional tax business flows.
03

Core Capabilities

Hard Skills

Application Support

  • Incident Triage & HandlingAdvanced
  • Ticket Ownership & SLA ComplianceAdvanced
  • RCA via Log Tracing (grep/tail)Advanced
  • Workaround DocumentationAdvanced

Database & Data Support

  • Advanced SQL (JOINs, subqueries, window functions)Advanced
  • MySQL, MariaDB & SQL ServerAdvanced
  • PostgreSQL (Personal Project)Intermediate
  • Banking Data ReconciliationAdvanced
  • ETL Monitoring & Data ReprocessingAdvanced
  • MySQL/MariaDB Backup Restore & ValidationAdvanced

QA & Validation

  • Bug Reproduction & EvidenceAdvanced
  • Manual Testing & UAT SupportAdvanced
  • Defect Handoff & Closure TrackingAdvanced

Application & Infrastructure

  • Bare-Metal & Virtual Server InstallationAdvanced
  • Linux Server Management & RecoveryAdvanced
  • Firewall Checks & Port ManagementAdvanced
  • Web Server Config (Nginx, Apache)Advanced
  • Dockerfile, Docker Compose & Container TroubleshootingAdvanced
  • SQL Server (SSMS) & NavicatIntermediate

Tools

  • Git & GitHubAdvanced
  • Postman & NavicatAdvanced
  • SSH, SCP/rsync & Terminal CLIAdvanced
  • Trello, Redmine & OpenProjectAdvanced
  • Termius & WinSCPAdvanced
  • VS CodeAdvanced
  • Cloudflare Workers, D1 & R2 (Personal Projects)Intermediate

Monitoring & Observability

  • Grafana, Prometheus & OpenTelemetry (Personal Projects)Intermediate
Soft Skills

Leadership & Documentation

  • Mentoring Junior StaffAdvanced
  • SOP & Knowledge Base AuthoringAdvanced
  • Cross-Team CoordinationAdvanced

Languages

  • Indonesian (Native)Native
  • English (Technical)Intermediate
04

Education

Graduated Apr 2020

Software Engineering

SMK Sumatra 40 Bandung

Certifications

05

Project Portfolio

Real operational artifacts from PBB SQL reporting, Redmine notifier automation, and PBB data generation. Click cards for complete details.

Data Analytics & Database Systems

Software Engineering & Tools

Systems & Infrastructure

Get in touch

hi@arafz.id
Open to Work
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